Quality Issues

Against my better judgement, I purchased a "no name" hand held massage device to replace a 14 yr old one one its last legs. They are excellent for sore muscles after work or workouts. We have one at home too.

At the mall the other day, we weren't able to find an exact replacement. So in desperation, I bought one that didn't look too durable (from one of those stores that well stuff you see on TV commercials) without checking on the return policy. Once we got it back home it worked for less than a minute.

I called and spoke to the gentleman who helped us and was told they didn't have a return policy, just an exchange one. The news didn't impress me but it was my fault for assuming. I don't want another one and have found some other things on their website we will exchange for tomorrow when we return.

Contrast that experience with a phone call I made to Bose this morning inquiring if they service and sell replacement ear cushions for my noise cancelling headphones.

I had a couple of instances on flights in this year where I experienced shocks to my right ear during an in flight movie. The gentleman I spoke with helped me troubleshoot whether that was caused by a faulty line or not.

We narrowed it down to the 2 prong connector that some planes require and he promptly sent me a replacement for free. My job was to use the headset with my iPod and computer to see if I can reproduce the shocking feeling. If not, then the headset is fine. It has been fine.

What a different experience dealing with a company that stands behind its products! I thought I was going to be buying a new headset ($399 + tax) and now I will just be replacing the ear pads for about $40 instead with shipping free, plus the free 2 prong adapter.

He really was discouraging the idea of my buying a new headset. That's not what you expect nowadays. Should the day come I need to actually consider a new set, I can buy just the headset part, (use my existing battery and line) for just $109 + tax. So I would never need to spend the original amount again. Pretty awesome news!

I'm going to buying their in ear bud headphones as well. The ones that come with iPods are in my opinion, pretty awful. Plus the rubber around it disintegrated ages ago. I've been using my Blackberry ones.